Coaching Summary
Performance is declining due to increased protocol violations and technical inaccuracies.
Tends to default to paid support and provides outdated guidance, especially on mesh nodes.
Key calls: #TE00059140, #LTS00133428, #LTS00133816
Risk Flags
Avoidance/Evasion
Failed to troubleshoot and escalated immediately on new in-warranty WHW03 V2 mesh system with solid red LEDs.
ExampleIn call d7f2405e-6985-11f1-b9fe-42010a623f91, agent defaulted to paid support without attempting basic diagnostics.
Correct behavior: Follow mesh node troubleshooting flow: power-cycle, LED verification, 5-press method before escalation.
Impact: Customer left without resolution; potential hardware replacement cost.
Related: #TE00059140
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.17 | 44 |
| Technical Accuracy | 2.11 | 44 |
| Protocol | 1.64 | 44 |
| Communication | 2.07 | 44 |
V2 Rubric (Shadow Grading)
V2 overall: 43.3% across 40 v2-scored calls this week13 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.2 |
| Technical Accuracy | 2.14 |
| Communication | 2.25 |
| Customer Ownership | 2.84 |
| Escalation Judgment | 1.39 |
| Customer Experience | 2.27 |
- Unresolved: 17
- Successful Resolution: 12
- Partial Resolution: 8
- Ownership Gap: 3
Score Diagnostics
Based on 44 calls reviewed this week.
Technical Findings
improvement
Instructed unsupported 5-press pairing on WHW03 (solid red node) instead of required 15-second factory reset per KB.
#LTS00134081 · call 76d7d294-6bff-11f1-9779-42010a623f91
improvement
Claimed WHW03 no longer visible in Linksys app, contradicting current KB documentation.
#LTS00133743 · call 6b0c2c9e-6a51-11f1-bdc9-42010a62006f
improvement
Provided incorrect default admin password guidance ('admin' or label password) for EA series routers.
#LTS00133916 · call 9c3215f0-6b2c-11f1-9bc2-42010a62006f
Call Handling Findings
- Paid Support TimingAttempt at least two free troubleshooting steps (e.g., channel optimization, firmware check) before offering paid support.
- Technical InaccuracyReference current KB articles (e.g., universal_mesh_node_management.md) for model-specific steps.
Calibration Notes
- High overall score (1.0) but unresolved issue; grader may need review for escalation judgment vs. avoidance.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your quick collection of model and serial numbers in calls like #LTS00133412 was spot-on—let's build on that consistency.
2
When customers mention connectivity issues, what two free steps do you typically try before suggesting paid support?
3
How can we ensure we're using the most current KB guidance for WHW03 mesh nodes?
4
What strategies help you stay calm and focused when a customer is frustrated or confused?
Coaching Best Practices
Five Principles for Effective Coaching Conversations
- SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
- Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
- Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
- Psychological safety first — Frame mistakes as data, not character. “That call had a tricky wrinkle — let’s pull it apart” lands better than “you made an error here.”
- Close with a specific commitment — End every coaching conversation with one thing the agent will try on their next call, and a follow-up check-in within 48 hours.
Deep Evidence
| Case | Date | Duration | Overall | Accuracy | Protocol | Comms | V2 | Product | Issue Type | Outcome |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133412INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 100.0% Meets / Exceeds | MX5500 | CONNECTIVITY | TV connected after SSID split; issue resolved. Follow-up guide sent via email. |
| #LTS00133428INBOUND | 2026-06-15 | — | 2.4 | 3 | 2 | 3 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Offered paid-support session for $15; no technical steps taken. |
| #LTS00050381INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 95.8% Meets / Exceeds | WHW03 | ACCESS | Router admin page now accessible; use 192.168.1.1 or myrouter.local for future management |
| #LTS00133445INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | E7350 | CONNECTIVITY | Customer instructed to power-cycle devices; no confirmation of outcome. |
| #LTS00133454INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW01P | CONNECTIVITY | Agent offered paid support ($15) or purchase of new hardware (MX4200/MX2000). Customer said they would look into it. |
| #LTS00133462INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 3 | 87.7% Meets / Exceeds | RE7350 | CONNECTIVITY | Extender reconfigured; customer reports improved speeds. |
| #LTS00133471INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 75.0% Developing | WHW03 | SETUP | Internet restored after re-pairing mesh nodes and updating Wi-Fi credentials. Customer advised to keep nodes within range and to verify receipt email. |
| #LTS00123669INBOUND | 2026-06-16 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MBE7000 | CONFIGURATION | Agent advised customer to contact Virgin Media Business to verify/obtain static WAN IP settings and call back if further assistance needed. |
| #LTS00086292INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | — | MR9600 | SETUP | not_fixed |
| #TE00059140INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 43.1% Needs Improvement | MX2000 | CONNECTIVITY | Router admin access restored, Wi-Fi name/password updated, internet functional. Customer will handle doorbell configuration separately. |
| #LTS00133593INBOUND | 2026-06-16 | — | 2.7 | 4 | 2 | 3 | 36.5% Needs Improvement | MR9000 | SETUP | Customer will reset the router and follow the emailed guide; may call back for paid support if needed. |
| #LTS00133601INBOUND | 2026-06-16 | — | 2 | 1 | 2 | 3 | 50.9% Needs Improvement | EA7300 | NO TROUBLESHOOTING NEEDED | None provided. Customer left to self-investigate without accurate guidance. |
| #LTS00133627INBOUND | 2026-06-16 | — | 3.9 | 5 | 2 | 2 | 89.6% Meets / Exceeds | EA6350 | CONFIGURATION | Confirmed 2.4 GHz support; customer can proceed with camera setup. |
| #LTS00133633INBOUND↩ cb | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 69.6% Needs Improvement | WHW03 | CONFIGURATION | None – Wi‑Fi still not functional; no clear next step was set. |
| #LTS00133633OUTBOUND↩ cb | 2026-06-16 | — | 1 | 1 | 1 | 1 | 72.9% Developing | WHW03 | CONFIGURATION | Customer instructed to hard-reset the lock and ensure it uses the 2.4 GHz band; offered Wi-Fi guide and paid‑support option. |
| #LTS00133592INBOUND↩ cb | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | SETUP | No resolution achieved; issue remains open. |
| #LTS00133592INBOUND↩ cb | 2026-06-16 | — | 1 | 1 | 1 | 1 | 100.0% Meets / Exceeds | WHW03 | SETUP | Customer reported solid white nodes and passed speed test; advised to power-cycle nodes individually and consider wired backhaul for garage node. |
| d2bce8de-69ba-11f1-8825-42010a62006fINBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 38.5% Needs Improvement | SETUP | Configure Linksys router in Access Point mode (LAN-to-LAN) and disable DHCP server; test connectivity afterward. | |
| fd8228aa-69be-11f1-b62f-42010a660053OUTBOUND | 2026-06-16 | — | 2.8 | 4 | 2 | 2 | 93.8% Meets / Exceeds | SETUP | Customer to contact Comporium ISP to resolve router issue; ticket #133-223 logged for follow-up | |
| #LTS00075001 | 2026-06-16 | — | 4 | 5 | 2 | 2 | — | MX6200 | CONNECTIVITY | Node paired successfully; both nodes now solid white. |
| #LTS00133743INBOUND | 2026-06-17 | — | 1.8 | 1 | 2 | 3 | 62.2% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Customer to follow 5-press method and use emailed guide; agent to resend correct link if needed. |
| #LTS00133770INBOUND | 2026-06-17 | — | 2.8 | 1 | 2 | 3 | 52.0% Needs Improvement | SPNMX56CF | ACCESS | Customer self-reported successful login after steps; no verification or follow-up scheduled. |
| #LTS00133773INBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 27.2% Needs Improvement | WHW01 | CONFIGURATION | Customer to perform power-cycle and follow Wi-Fi FixIT guide; call back if problem persists. Ticket #133773 created. |
| #LTS00133788INBOUND↩ cb | 2026-06-17 | — | 2 | 2 | 2 | 2 | — | EA6100 | ACCESS | Advised to use local web interface; no further steps confirmed or validated. |
| #LTS00133788INBOUND↩ cb | 2026-06-17 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6100 | ACCESS | No resolution provided; call ended without guidance on factory reset or password recovery |
| #LTS00133795INBOUND | 2026-06-17 | — | 2.2 | 2 | 2 | 3 | 61.7% Needs Improvement | EA7300 | CONNECTIVITY | Customer instructed to try cable replacement and power-cycle; no confirmation of fix obtained. Call ended without resolution or self-help path. |
| #LTS00133799INBOUND | 2026-06-17 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | None provided. Correct next steps should include enabling 2.4 GHz band, disabling band steering, and verifying WPA2 security per KB universal_legacy_device_wifi.md. |
| #LTS00133803INBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 3 | 53.6% Needs Improvement | RE6300 | SETUP | Advised customer to return the unit to Amazon; customer elected to continue using it despite LED issue. |
| #LTS00133816INBOUND↩ cb | 2026-06-17 | — | 1.3 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | SETUP | Advised customer to contact ISP (Total High Speed) due to suspected modem/line issue. No concrete follow-up path established. |
| #GI00126073INBOUND | 2026-06-17 | — | 3.2 | 5 | 2 | 3 | 64.8% Needs Improvement | CONFIGURATION | Change Wi-Fi SSID/password using app or web UI; no guidance provided on firmware update process or necessity | |
| #LTS00133816INBOUND↩ cb | 2026-06-17 | — | 1 | 1 | 1 | 1 | 95.8% Meets / Exceeds | WHW03 | SETUP | All nodes are now solid blue and internet connectivity is confirmed; no further action required. |
| #LTS00133894INBOUND | 2026-06-18 | — | 2.9 | 5 | 2 | 2 | 35.1% Needs Improvement | MX2000 | SETUP | Agent promised to email a generic Wi-Fi fix-it guide; no technical steps were taken. |
| #LTS00133916INBOUND | 2026-06-18 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | EA7300 | SETUP | Customer instructed to try the default admin password; no further steps were given. |
| 002276a2-6b34-11f1-b422-42010a660053OUTBOUND | 2026-06-18 | — | 3.4 | 4 | 2 | 2 | 83.5% Developing | LN1100 | ACCESS | Admin access restored; router online; offered to email setup guides |
| #LTS00133947INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA6350 | ACCESS | Advised customer to purchase new router and call back for setup assistance |
| #LTS00133956INBOUND | 2026-06-18 | — | 4 | 5 | 3 | 2 | 87.5% Meets / Exceeds | WHW03 | CONNECTIVITY | Customer to contact Community Fibre (ISP) to resolve modem/Internet issue; ticket #133-956 provided for reference. |
| #LTS00133684INBOUND | 2026-06-18 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Agent recommended purchasing MX2000/MX4200 mesh system; no definitive fix applied. Customer left considering hardware upgrade. |
| #LTS00133974INBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 1 | 0.0% Needs Improvement | WRT1200AC | CONNECTIVITY | Provided incorrect website URL and no actionable steps; issue unresolved. |
| #LTS00134035INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA3500 | CONNECTIVITY | Visit Linksys support site or consider purchasing a new router. |
| #LTS00134046INBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 55.0% Needs Improvement | E5400 | CONNECTIVITY | Advised customer to contact ISP; no self-help path or KB reference provided. Ticket 1-34046 created. |
| #LTS00134081INBOUND↩ cb | 2026-06-19 | — | 1.7 | 2 | 2 | 2 | 27.9% Needs Improvement | WHW03 | ACCESS | Agent provided incorrect technical advice; no resolution or escalation path offered. |
| #LTS00134081INBOUND↩ cb | 2026-06-19 | — | 3.6 | 5 | 3 | 2 | 60.0% Needs Improvement | WHW03 | ACCESS | Factory reset and 5-press pairing restored node operation; Wi-Fi is now functional. |
| #LTS00134084INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 12.3% Needs Improvement | EA7200 | ACCESS | Customer declined paid support; no self-help or escalation path provided for account update. |
| #LTS00134087INBOUND | 2026-06-19 | — | 2.8 | 5 | 2 | 2 | — | WHW03 | CONNECTIVITY | Offered paid-support session; no technical fix provided. |